MUSC Health Ambulatory Patient & Family Advisory

Council

May 28, 2014Location: MUSC Health East Cooper

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Agenda1. Welcome and Lunch: Mikelyn McGinnis 

2. Ambulatory Service Recovery Program: Emily Hecht

3. Council Feedback: Scott Denham

4. Vice President Position: Scott Denham

5. End of Year Celebration: Mikelyn McGinnis

6. Questions and Comments

Service Recovery Program

FOR LEADERS IN PATIENT SERVICE

What Is Service Recovery?

Service recovery is the process used to “recover” dissatisfied or lost members or patients by identifying and fixing the problem or making amends for the failure in customer or clinical service.

Excellent service recovery programs are an effective tool for retaining members or patients and improving their level of satisfaction. Good service recovery

programs can turn frustrated, disgruntled, or even furious patients or members into loyal ones.

cahps.ahrq.gov

Service Recovery MATTERS!If the hotel guest’s experience wasNo problems experienced during stayProblems during stay: not resolved

Problems during stay: resolved

Then their intent to return was89%69%

94%Source: Roger Dow, VP of Marketing at Marriott Hotels

Indifferent StaffProduct DissatisfactionCompetitive ReasonsDevelop Other RelationshipsMove Away

68%14%

9%5%3%

Source: Forum Corporation

Why did customers leave?

Service Recovery MATTERS!

Of dissatisfied customers will complain to the

provider organization

Of dissatisfied customers will tell at

least 9 friends

50% 96%

Popular Patient Complaints• Bumped appointments• Rescheduling without patient notification• Clinic cancellations• Clinic wait times• Length of time before next-available appointment• Appointment location confusion• Patients not receiving callbacks in a timely manner or at all• Patients not being notified when a clinician leaves the practice• Lack of communication between back and front of house • Patient dissatisfaction with physician or staff attitudes • Billing

*as reported by MUSC Staff

ListenEmpathizeApologizeDirectEstablishReportSend

LEADERS in Patient Service!L

EA

D

E

R

S

LISTEN

Listen attentively to the patient’s concerns; make eye contact and

give them your full attention.

“I understand we may not have done our best work today. Can you tell me about it?”

EMPATHIZE

Empathize with the patient’s experience.

“It is easy to see why this would be upsetting,”“I can tell this has been very frustrating for you.”

“I see your point. How can I help?”“You are right. Let me help you with this.”“I fully understand. How can I help you?”

APOLOGIZE

Apologize sincerely for the patient’s:

“Inconvenience”

“Misunderstanding”“Miscommunication”

“Experience”

APOLOGIZE

“I am truly sorry we did not meet your expectations.”

“I am truly sorry that you had this experience. Our goal is to provide the highest quality care and service and I am so sorry we disappointed

you”

“I am so sorry for the misunderstanding that occurred.”

“I apologize that this occurred. This is not the way we like for things to be here at MUSC.”

“I apologize for the inconvenience this caused.”

DIRECT

Direct the patient to the appropriate personnel or department. Use the communication chart to determine the appropriate point of contact!

“I’m sorry that I haven’t been able to resolve this issue for you. With your permission, I would like t refer you to __________, because I believe they will be able to provide you

with a solution you will be satisfied with.”

“This is not my expertise but let me find someone who knows more than I do and together we’ll figure this out.”

ESTABLISH

Establish a solution to the problem at hand.

Use the tools you have at your disposal!

“How can I make this better for you?”

“Our goal is to provide you with excellent care and service. Let me see how I can turn this around for you.”

Service Recovery Tool Kit

95% of service issues should be resolved with LEADERS key words alone.

If patients are still unsatisfied, employees may utilize the Service Recovery Tool Kit.

Tool Kit supplies are limited!

What’s In a Tool Kit?

REPORTReport the event occurrence using PSI.

SENDSend a follow-up letter to the patient using

one of the three templates provided.

Patient Safety Institute (PSI)

• Used by front-line and clinical staff to report out-of-the-ordinary occurrences

• Identifies type of patient harm, contributing factors, unsafe conditions, etc.

• Reviewed and completed by managers: automatically notified based on location and specific characteristics of event

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End of Year Celebration

Thursday, June 5, 2014MUSC Health East Cooper Room &

Garden Terrace5:30pm